Job summary
The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision. The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate. This role is a key customer support role, and the post holder will be required to always maintain a customer focus.
Main duties of the job
- Answer and handle all requests in accordance with UH SUSSEX
- Communicate clearly and positively with all service users in person, via the telephone and via
- Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.
- Employees must adhere to the Trust's Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption, and
- Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as
Please see JD for full duties
About us
Join us atUHSussex, every day is different, you can be the change, better never stops
At UHSussex we're proud to be at the heart of the NHS. As one of theUK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Improving lives:We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put ourPatient First. Our mission is summed up by our 'where better never stops' motto and no matter the role at UHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourwellbeing programmefor staff which is extensive and designed to support you when you need it because we know that to look after others we must first look after ourselves.
Build a career with us:As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
Job description
Job responsibilities
As above, plus
1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.
2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.
3. Prioritise support requests and schedule them to the most appropriate member of senior teams.
4. Accurately log all details for each request on the helpdesk system.
5. Supports other helpdesk team members to resolve requests.
6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.
8. Generates reports from the helpdesk system as required.
9. Assists management with audits within department by partaking in areas of own remit.
10. To identify areas requiring service improvements where required and comment on policies and protocols as required.
More detail in the JD
Job description
Job responsibilities
As above, plus
1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.
2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.
3. Prioritise support requests and schedule them to the most appropriate member of senior teams.
4. Accurately log all details for each request on the helpdesk system.
5. Supports other helpdesk team members to resolve requests.
6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.
8. Generates reports from the helpdesk system as required.
9. Assists management with audits within department by partaking in areas of own remit.
10. To identify areas requiring service improvements where required and comment on policies and protocols as required.
More detail in the JD
Person Specification
Education and Experience
Essential
- Good general level of education
- ECDL or equivalent recent computing qualification or relevant customer service-related experience in a technical environment.
- Basic PC maintenance
- Experienced user of Microsoft operating systems and application software
Desirable
- Appreciation of computer networks
Person Specification
Education and Experience
Essential
- Good general level of education
- ECDL or equivalent recent computing qualification or relevant customer service-related experience in a technical environment.
- Basic PC maintenance
- Experienced user of Microsoft operating systems and application software
Desirable
- Appreciation of computer networks
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
